Will Deane Email & Phone Number

United Kingdom

Newark, California, Us

Paris, Île-De-France, Fr

Paris, Île-De-France, Fr

Paris, Île-De-France, Fr

• Managing delivery to target against all commercial targets (to Gross Margin Level)• Forecasting annual budgets; scheduling, analysing variances; initiating corrective actions.• Provide leadership and direction to the management team across multiple campaigns• Management of all client business processes ensuring all aspects of service delivery are compliant to FCA standards• Oversee & manage social media channels• Manage and control all operational resources to ensure financial, performance and quality targets are achieved for all campaigns• Continual KPI and SLA analysis and contingency planning• Reporting on operational centre performance (Financial and Contractual)• Continuously strive to maximise the value of existing accounts• Oversee and manage all incoming/outbound white mail correspondence

Paris, Île-De-France, Fr

• Managerial responsibility for 400 employees • Provide leadership and direction to the Call Centre senior management team• Management of all client business processes ensuring all aspects of service delivery are compliant to contractual obligations and SLAs• Regular client service review offsite meetings in accordance with individual customer contracts• Manage and control all operational resources to ensure financial, performance and quality targets are achieved for all campaigns• Continual KPI and SLA analysis and contingency planning• Drive operational excellence by implementing and embedding a continuous improvement culture• Defined and implemented key metrics on customer service, creating a culture of customer-focus.• Manage staff effectively and ensure that all staff receive regular appraisals and the appropriate training and development; complying with all Company policies• Evaluate and implement new strategies to reduce costs, streamline processes and improve profitability• Reporting on operational centre performance (Financial and Contractual)• Continuously strive to maximise the value of existing accounts• Be proactive and high value contributor to the company bid team for new accounts or increasing existing headcount• Project management strategy and delivery• Ensure adherence to Ombudsman guidelines & OFCOM regulations• Effectively manage teams and managers on various campaigns covering sales, retail and debt recovery ensuring focus on performance and delivery of objectives. • Develop and embed strategies for operational planning to deliver targets• Manage and drive quality initiatives, process change and assist the business to achieve year on year improvements within its operating plan• Team building, coaching and mentoring

Paris, Île-De-France, Fr

• Deputising for Operations manager• Acting Client Relationship Manager (MVNO)• Managing contact centre teams across multiple campaigns dealing with;o Customer querieso Complaintso Brand Protectiono Delivery of SLAso Sales, billing, banking & retailo Products and serviceo Debt recovery• Team building, coaching & training• Continuously deliver an excellent level of service to customers• Consistently maintain professional and positive attitude with customers and clients

Paris, Île-De-France, Fr

Contracted out to Vodafone UK Via WebhelpUK • Part of the programme leadership team developing and implementing a CRM solution to dramatically enhance and transform the customer journey• Responsible for design and delivery of Contact Centre Operations systems & business processes• End-to-end Process Owner for key customer journeys across all channels• Leading a team of business SMEs in conjunction with Business Analysts and Technical Architects to develop processes and outline CRM system requirements.• Provide the design authority, leadership team, strategy to develop a business architecture capability• Align the business strategy with the target operating model• Deliver model office & user acceptance testing for the programme • Ensure delivery of an excellent customer experience and realisation of revenue and cost benefits